The Manager of Operations oversees teams, ensures SLAs are met, generates performance reports, provides coaching, handles escalations, and maintains compliance with policies.
Description and Requirements
Manage teams and ensure SLAs are met including demand and capacity management
? Review/generate reports to monitor performance
? Monitor transactions on an ongoing basis and take corrective steps where necessary or make
incremental improvements
? Provide coaching and feedback to team members to enable them to improve their performance
? Assist new hires such that they are productive on the floor in the shortest possible time frame
? Handle customer, employee and internal partner escalations
? Provide inputs on process and system to the team members
? Client Interaction, where required at the level of supervisors including timely response to DCA
(Disability Customer Advocate) inquiries
? Ensure compliance with internal policies and procedures, external regulations and information
security standards
? Firm understanding of the FML policies and procedures and can articulate processes in customer
interactions
? Ensure that all agents in their process know their goals and how they are linked to the
Organization's quality policy
? Motivate team members, anticipate staffing needs, acquire talent for the future, develops talent
(Identify High potential resources) and manage attrition
? Provide coaching and feedback to team members to enable them to improve their performance to
raise individual and organizational capabilities
? Effectively manage research/resolution/follow-ups for closure of open items
? Build relationship with Onshore Management to ensure a "one-team approach".
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™, MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
#BI-Hybrid
Manage teams and ensure SLAs are met including demand and capacity management
? Review/generate reports to monitor performance
? Monitor transactions on an ongoing basis and take corrective steps where necessary or make
incremental improvements
? Provide coaching and feedback to team members to enable them to improve their performance
? Assist new hires such that they are productive on the floor in the shortest possible time frame
? Handle customer, employee and internal partner escalations
? Provide inputs on process and system to the team members
? Client Interaction, where required at the level of supervisors including timely response to DCA
(Disability Customer Advocate) inquiries
? Ensure compliance with internal policies and procedures, external regulations and information
security standards
? Firm understanding of the FML policies and procedures and can articulate processes in customer
interactions
? Ensure that all agents in their process know their goals and how they are linked to the
Organization's quality policy
? Motivate team members, anticipate staffing needs, acquire talent for the future, develops talent
(Identify High potential resources) and manage attrition
? Provide coaching and feedback to team members to enable them to improve their performance to
raise individual and organizational capabilities
? Effectively manage research/resolution/follow-ups for closure of open items
? Build relationship with Onshore Management to ensure a "one-team approach".
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™, MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
#BI-Hybrid
Similar Jobs at MetLife
Fintech • Information Technology • Insurance • Financial Services • Big Data Analytics
The Assistant Manager - Operations will oversee financial reporting and analysis, prepare surveys for government bodies, and manage operational queries.
Top Skills:
Financial AccountingGaapStat Reporting
Fintech • Information Technology • Insurance • Financial Services • Big Data Analytics
The Senior Manager of Operations oversees GAAP and statutory financial reporting, ensures accurate financial results, collaborates with departments, and supports various financial initiatives.
Top Skills:
EssbaseHfmHyperion Financial ManagementMS OfficePeoplesoftStatUs GaapWorkday
Fintech • Information Technology • Insurance • Financial Services • Big Data Analytics
The Senior Manager - Operations is responsible for financial reporting and analysis, ensuring compliance with GAAP, and collaborating with various departments to support corporate financial reporting. Key activities include monthly and quarterly reporting, data analysis for business planning, and maintaining internal controls.
Top Skills:
EssbaseHyperion Financial ManagementExcelPeoplesoftUs GaapWorkday
What you need to know about the Mumbai Tech Scene
From haggling for the best price at Chor Bazaar to the bustle of Crawford Market, the energy of Mumbai's traditional markets is a key part of the city's charm. And while these markets will always have their place, the city also boasts a thriving e-commerce scene, ranking among the largest in the region. Driven by online sales in everything from snacks to licensed sports merchandise to children's apparel, the local industry is worth billions, with companies actively recruiting to meet the demands of continued growth.
